User Support Analyst II

Munger, Tolles & Olson LLP; California (MO); Hybrid; USD 92,000 - 98,000; Full time

Job summary

Munger, Tolles & Olson LLP is seeking a User Support Analyst II to deliver concierge-level help desk support and solve hardware and software issues in a sophisticated legal technology environment.

You will mentor junior analysts, collaborate with engineers, and help keep professionals connected and productive through on-site and off-site support during trials and regular operations.

Qualifications

• Bachelor’s degree is preferred.
• 4+ years of experience with large (>300 users) environments.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
• Precedent-Setting Cases: Clients turn to us for groundbreaking cases that demand creative thinking.
• Resourceful Deployment: When the stakes are high, we can mobilize an “army of trial lawyers”.
• High-Profile Representation: We represent major entities such as Bank of America, Edison International, Oaktree Capital Management, PG&E, and Berkshire Hathaway.

Responsibilities

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.
• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.
• Assist with training end users on Firm applications.
• Assist with the Firm’s inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to the engineering team.

Education

Bachelor’s degree

Tools

MS Dynamics

Microsoft 365

SharePoint

Mobile Device Management

Citrix VPN

iManage Work 10

Job description

Hybrid Flexible

(The candidate will work one full week onsite and one full week offsite on a rotating basis.)

Schedule: Monday - Friday, range between 8:00 AM (PST) to 6:00 PM (PST)

Residency Requirements

Washington D.C.: For all positions based in the Washington, D.C. office, residency within Washington D.C., Maryland or Virginia and within a reasonable commutable distance to the assigned office is required depending on the firm's discretion and the nature of the role.

Los Angeles and San Francisco Offices: For all positions based in the Los Angeles and San Francisco offices, residency within the state of California and within a reasonable commutable distance to the assigned office is required depending on the firm's discretion and the nature of the role.

Salary Range: $44.38/hour - $47.12/hour ($92,310.40 - $98,009.60 annually) *

* The salary range is the one that Munger, Tolles & Olson LLP reasonably expects to pay for this position. The salary range does not guarantee, obligate, nor set expectations of an applicant’s wage in the event of hire. The posted range is only one component of Munger, Tolles & Olson LLP’s Total Rewards package.

Do you love solving technology challenges and delivering outstanding customer service?

Join our team as a User Support Analyst II, where you'll provide concierge-level support, troubleshoot hardware and software issues, mentor junior analysts, and collaborate with engineers to support a sophisticated legal technology environment. Your expertise will help keep our professionals connected, productive, and successful.

Job Functions & Responsibilities

HELP DESK SUPPORT

• Provide first and second level technical support and guidance to users of the Firm’s computers, communications and collaboration systems, and other technical systems.
• Prepare and provide equipment to Firm end-users as necessary.
• Open, close and keep current all Help Desk tickets in the tracking system.
• Follow up to ensure prompt resolution of operating problems.
• Evaluate and report trends in system errors, software/hardware malfunctions and end user feedback on solutions.
• Research and resolve hardware and software problems with other IT staff or outside vendors.
• Maintain and continuously expand strong working knowledge of current firm-supported and future technologies and software to provide technically accurate solutions to end-users.

TRIAL AND AFTER-HOURS SUPPORT

• Provide support on-site at the trial location.
• Work unconventional hours to assist trial teams throughout the trial process.
• Transport equipment to trial sites or temporary offices if necessary.
• Setup equipment at trial sites or temporary office spaces.
• Provide after-hours support as scheduled and, occasionally, at short notice.
• Provide on-call support as part of a regular, rotating schedule.

OTHER

• Assist with training end users on Firm applications.
• Assist with the Firm’s inventory of equipment and software.
• Assist with software patching efforts.
• Work with conference room A/V equipment utilizing conferencing software.
• Provide Smart-hands assistance to the engineering team.

Tools

• Computer
• Telephone
• Software systems, particularly:
• Help Desk Ticketing/Tracking Software in MS Dynamics
• Microsoft 365
• SharePoint
• Mobile Device Management software
• Legal specific applications
• Citrix\VPN
• iManage Work 10
• Other hardware/software as required

Qualifications & Skill Requirements

• Bachelor’s degree is preferred.
• 4+ years of experience with large (>300 users) environments.
• Ability to travel up to 25% of the time, at times to remote locations with little notice.
• Ability to work extended hours, nights, weekends, non-traditional business hours during the week and rotating on-call duties.
• Ability to develop effective working relationships with all levels of personnel in a time-sensitive, high-pressure environment.
• Precedent-Setting Cases: Clients turn to us for groundbreaking cases that demand creative thinking.
• Resourceful Deployment: When the stakes are high, we can mobilize an “army of trial lawyers”.
• High-Profile Representation: We represent major entities such as Bank of America, Edison International, Oaktree Capital Management, PG&E, and Berkshire Hathaway.

Our Exceptional Attorneys

• Clerkship Experience: Nearly 75% of our lawyers and over 80% of our litigators have clerked for federal or state judges.
• Diverse Experience: Our attorneys bring additional dimensions to client service. Some honed their skills as assistant U.S. attorneys, while others hold advanced degrees in fields like physics, engineering, and medicine.

The User Support Analyst II role is an amazing opportunity available on our team of professionals at Munger, Tolles & Olson, LLP! We offer competitive pay, benefits and an opportunity to make an impact in today’s world.

About Munger, Tolles & Olson

Munger, Tolles & Olson has topped The American Lawyer’s A-List a record eleven times, and maintains the highest average A-List ranking in the history of the award.

We strive to hire only the most qualified and creative lawyers. We believe that clerkships provide valuable experience. In this regard, nearly 75% of our lawyers and over 80% of our litigators served as law clerks to federal or state judges and sixteen attorneys were clerks to U.S. Supreme Court Justices. We recruit and retain the best professional talent to support our Attorneys with a focus on service and excellence. We have a full spectrum of functional positions including Information Technology, Information Security, Accounting, Human Resources, Legal Support, and Marketing.

MTO is an equal opportunity employer and does not discriminate in employment on the basis of race, including but not limited to hair texture and protective hairstyles (for example, braids, locks, and twists), color, ethnicity, religion, gender, gender identity or expression, pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth and breastfeeding, marital or domestic partner status, parental or family care status, national origin, ancestry, age, sexual orientation, disability or medical condition, genetic characteristic, political affiliation, military or veteran status, or any other characteristic protected by federal, state or local law. It is the policy of Munger, Tolles & Olson LLP to prohibit discrimination, unlawful harassment (including sexual harassment), and retaliation. This commitment prohibits such conduct by any individual involved in MTO’s operations and by anyone doing business with or on behalf of Munger, Tolles & Olson LLP.